Dialler Administrator

Found in: beBee S ZA - 4 weeks ago

Umhlanga Durban, South Africa Talksure Full time

MAIN PURPOSE OF THE ROLE

The Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.

DUTIES AND RESPONSIBILITIES

Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc. Work with outsource dialler providers to gain Best Practice and knowledge Increase in data penetration levels Increase in data to DMC conversions Increase in agent productivity and utilisation Responsible for preventing lost opportunities Line monitoring Dispo per Provider Cause value/ Dispo relationship Daily Dialler Performance Monitoring AMM detection efficiency DROP call rate Contribute to the development and implementation of the Dial strategy for each campaign Dialler Issue Management Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc Work with various teams to see how best to maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines Dialler operational tasks such as creating, updating and deletion ofusers,campaignscall resultsrecycle rulesdial queues Understand the business processes to effectively support the campaign Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure Reporting on lead usage Reset metrics where necessary Run Daily/Weekly/ Monthly data/dialler reports Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on resultsContribute to the production of all required management information for all levels of Telesales management reporting requirements

QUALIFICATIONS AND EXPERIENCE REQUIRED

Matric3 yearsâ experience in a Dialler Administrator role1 year experience working with the VICIDial system preferable.Database experience in working with MySQL, MSSQL etc Experience in the following tools will be advantageous: LinuxMicrosoft BI Tools (SSIS/SSRS/SSAS/PowerBI)Intermediate to expert capabilities in Excel

BEHAVIOUR AND COMPETENCIES REQUIRED

ProfessionalLogicalAnalyticalStrong written and verbal communicationComfortable in a fast paced, ever-changing environmentStrong interpersonal skills with the ability to build and maintain professional relationshipsOutcomes orientatedAdaptability and flexibility in deliverablesAble to work under pressure

Remuneration: A market related package including benefits

Working Hours: Monday to Friday 8:00 to 17:00 or as per department requirements.

Candidate will be required to work adhoc Saturdays.

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.

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